Digital Transformation in Contact Centre Management
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through customer journey mapping and service standards as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with voice of the customer programmes, sales forecasting and consultative selling in their own organisation.
What delegates leave able to do
- Take ownership of voice of the customer programmes rather than escalating it, measured against recognised service design practice
- Put sales forecasting on a footing they can defend to a reviewer
- Review consultative selling and say plainly whether it is working
- Improve complaint handling within their own organisation
What the course covers
- Customer journey mapping
- Service standards
- Voice of the customer programmes
- Sales forecasting
- Consultative selling
- Complaint handling
- Objection handling
Who should attend
- customer service managers
- key account managers
- sales representatives
- contact centre team leaders
